Dynamics 365 Contact Center: IVR capabilities - Equip voice agents with custom voice

Secure a voice talent that will represent the voice of your brand. After obtaining explicit consent , gaining Limited Access approval through Microsoft's Responsible AI practices, and building a custom voice model , it's time to integrate with Dynamics 365 Contact Center. In the Copilot Service admin center, create a connection between Dynamics 365 and Azure. Navigate to Channels > Custom AI Voices > Connect custom voice . You'll be prompted through a series of cascading dropdown boxes to select the speech resource and custom voice model to connect with. After the connection is established, you can create a voice channel for self-service and use the custom voice, like any portfolio voice. Business Value: Brand identity extends beyond visuals like logo, color, and typography, into voice. Custom neural voice enables enterprises to create a distinctive, natural sounding synthetic voice for contact centers. By training on approved human speech samples, organizations can deliver a natural sounding, one‑of‑a‑kind brand voice that preserves brand continuity, strengthens customer recognition, and elevates voice‑based experiences across AI‑powered agents and telephony interactions. Enabled…

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